Manufacturing & Technology Sector Service Design | Engine

Creating a compelling vision or idea that excites your business should not be so hard

Our Service Design System helps technology and manufacturing businesses such as Vodafone and Samsung create award-winning customer experiences with measurable impact

"They possess a unique combination of creativity, strategic thinking and commercial awareness, which is rare and difficult to replicate." Product Marketing Lead, Microsoft Surface

We're all service businesses now

Whether you provide consumer products or solutions for other business, the days of simply taking orders and dispatching boxes are gone. Whilst it is essential to continually develop new products in order to remain competitive, doing so is expensive and time consuming. For this reason, technology and manufacturing businesses are looking to customer service and the services they could provide to drive differentiation and as a route to recurring revenue.

The relationship quid pro quo

At Engine Service Design we help businesses add value to manufactured and digital products, by imagining service-led value propositions and designing inspired customer journeys from sales to on-boarding, that nurture customer relationships over time. The impact: differentiated and more marketable products and experiences that reward and retain customers.

Using services to add value to manufactured products

Customer expectations of service continue to rise; the buying decisions of consumers and businesses are influenced by their perceptions of the quality of service. At the same time, products and solutions are becoming more complex; customers expect more from them and are looking for a relationship, not just a purchase.

Imagine what’s possible:

A website your customers choose to login to because of the value they get and the relationship they can have with your brand.
Design the end-to-end journey for your customers and enable the identification of opportunities that delight customers when it matters most.
Identify the customer experience ‘north star’ for your business and trigger an opportunity to question current approaches, roadmaps and investment plans.
Envision your future service experience and enable teams to understand the shift from a product to a service-centred business.
Redesign your service blueprint and empower teams to identify the enablers and capabilities your business will need, and how to organise and deliver them.

How we can help

It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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Work

samsung schools digital service design by engine

FEATURED CASE STUDY

Samsung Schools Digital Solutions

Designing a digital solution for the collaborative classroom

With competitors already well established in providing educational platforms and app content, the challenge for Samsung Schools was to enhance existing tablet software and services, to offer solutions to schools, teachers and students that wouldn’t rely on building a content platform.

Manufacturing & Technology

Manufacturing & Technology Sector Service Design | Engine